Case Studies Real-time Freight Visibility Key to Customer Satisfaction

Edit This Case Study Record

	Real-time Freight Visibility Key to Customer Satisfaction

Real-time Freight Visibility Key to Customer Satisfaction

Technology Category	Analytics & Modeling - Real Time Analytics Functional Applications - Fleet Management Systems (FMS) Functional Applications - Remote Monitoring & Control Systems
Applicable Functions	Logistics & Transportation Warehouse & Inventory Management
Use Cases	Fleet Management Real-Time Location System (RTLS) Supply Chain Visibility
Services	Software Design & Engineering Services System Integration
Challenge	With a complex distribution and logistics network across the U.S. and Mexico, Steelcase was experiencing issues with transportation disruptions with its logistics network. The company’s homegrown manual processes and reliance on carriers for status updates were leading to inefficiencies, late shipments, costly chargebacks and compromised customer service. Driven by the goal of accelerating response time to improve the customer experience, Steelcase sought a real-time freight visibility solution to increase the efficiency, speed and ease of communications between the multiple participants in its logistics network. Read More
About Customer	Steelcase Inc. is a leading supplier of architecture, furniture, and technology products and services. With a comprehensive portfolio, Steelcase has been helping create great experiences for the world’s leading organizations for more than 105 years. The company is globally accessible through a network of channels, including over 800 Steelcase dealer locations. Steelcase operates five manufacturing facilities, five factory distribution centers (FDCs), and six regional distribution centers (RDCs) across the U.S. and Mexico. The company also manages a dedicated fleet capacity and more than 60 specialized common carrier partners in-house via SAP Transportation Management (TM). Read More
Solution	Steelcase implemented Descartes MacroPoint, a real-time freight visibility solution, to enhance shipment visibility across its U.S. distribution network. Fully integrated with SAP Transportation Management (TM), Descartes MacroPoint increased critical tracking efficiency, heightened productivity, and strengthened customer service with real-time updates and faster response times. The solution allows Steelcase to track loads in real-time to improve on-time deliveries, hasten response times, and strengthen customer service by keeping customers up-to-date on any changes in shipment status. With early notification of shipment status via Descartes MacroPoint, Steelcase has the ability to alter delivery schedules based on truck locations and ETAs, ensuring smooth operations without disruptions to the customer. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Functional Applications - Fleet Management Systems (FMS)

Functional Applications - Remote Monitoring & Control Systems

Applicable Functions

Logistics & Transportation

Warehouse & Inventory Management

Use Cases

Fleet Management

Real-Time Location System (RTLS)

Supply Chain Visibility

Services

Software Design & Engineering Services

System Integration

Challenge

With a complex distribution and logistics network across the U.S. and Mexico, Steelcase was experiencing issues with transportation disruptions with its logistics network. The company’s homegrown manual processes and reliance on carriers for status updates were leading to inefficiencies, late shipments, costly chargebacks and compromised customer service. Driven by the goal of accelerating response time to improve the customer experience, Steelcase sought a real-time freight visibility solution to increase the efficiency, speed and ease of communications between the multiple participants in its logistics network.

About Customer

Steelcase Inc. is a leading supplier of architecture, furniture, and technology products and services. With a comprehensive portfolio, Steelcase has been helping create great experiences for the world’s leading organizations for more than 105 years. The company is globally accessible through a network of channels, including over 800 Steelcase dealer locations. Steelcase operates five manufacturing facilities, five factory distribution centers (FDCs), and six regional distribution centers (RDCs) across the U.S. and Mexico. The company also manages a dedicated fleet capacity and more than 60 specialized common carrier partners in-house via SAP Transportation Management (TM).

Solution

Steelcase implemented Descartes MacroPoint, a real-time freight visibility solution, to enhance shipment visibility across its U.S. distribution network. Fully integrated with SAP Transportation Management (TM), Descartes MacroPoint increased critical tracking efficiency, heightened productivity, and strengthened customer service with real-time updates and faster response times. The solution allows Steelcase to track loads in real-time to improve on-time deliveries, hasten response times, and strengthen customer service by keeping customers up-to-date on any changes in shipment status. With early notification of shipment status via Descartes MacroPoint, Steelcase has the ability to alter delivery schedules based on truck locations and ETAs, ensuring smooth operations without disruptions to the customer.

Impact #1	Critical Tracking Efficiency: By replacing manual driver check calls and cumbersome tracking tools with real-time freight visibility and automated updates, Steelcase increased communication speed and agility across the network, reducing time spent tracking fleet status by 50%.
Impact #2	Reduced Costs: With the goal of reducing internal track-and-trace costs, Steelcase leveraged Descartes MacroPoint to cut time spent tracking load updates by more than half. With up-to-the-minute visibility into shipments, Steelcase can avoid customer penalties and chargebacks.
Impact #3	Increased Customer Satisfaction: With real-time load status data, Steelcase can provide faster response times to any transportation issues (e.g., delays due to weather or traffic congestion). The Descartes MacroPoint solution helps minimize disruptions to customers and improve service performance.

Impact #1

Critical Tracking Efficiency: By replacing manual driver check calls and cumbersome tracking tools with real-time freight visibility and automated updates, Steelcase increased communication speed and agility across the network, reducing time spent tracking fleet status by 50%.

Impact #2

Reduced Costs: With the goal of reducing internal track-and-trace costs, Steelcase leveraged Descartes MacroPoint to cut time spent tracking load updates by more than half. With up-to-the-minute visibility into shipments, Steelcase can avoid customer penalties and chargebacks.

Impact #3

Increased Customer Satisfaction: With real-time load status data, Steelcase can provide faster response times to any transportation issues (e.g., delays due to weather or traffic congestion). The Descartes MacroPoint solution helps minimize disruptions to customers and improve service performance.

Benefit #1	Reduced time spent tracking fleet status by 50%.

Benefit #1

Reduced time spent tracking fleet status by 50%.

Download PDF Version

Overview

Real-time Freight Visibility Key to Customer Satisfaction

Operational Impact

Quantitative Benefit